Return Policy for TEARS Online Pet Shop


Effective Date: June 23 2023

Thank you for shopping at TEARS Online Pet Shop. We strive to provide you with high-quality pet products and services. We understand that sometimes you may need to return an item, and we are here to assist you. This Return Policy outlines the terms and conditions for returning products purchased through our online store. Please read this policy carefully before making a purchase.

  1. Assessment of Return Requests 1.1 TEARS Online Pet Shop will assess all requests for returns in accordance with this Return Policy and South African law. However, please note that TEARS Online Pet Shop reserves the right to determine whether to accept or decline a return request at our sole discretion.
  2. Eligibility for Returns 2.1 To be eligible for a return, the following conditions must be met: a) The return request must be made within 14 days from the date of delivery. b) The product must be unused, undamaged, and in its original packaging. c) The product must be accompanied by the original proof of purchase, such as an invoice or receipt.
  3. Non-Returnable Items 3.1 The following items are non-returnable: a) Perishable goods, including pet food, treats, and medications. b) Personalized or customized items. c) Grooming and hygiene products.
  4. Return Process 4.1 To initiate a return, please contact our customer service team within 14 days of receiving your order. You can reach us by email at Provide the following details: a) Order number. b) Reason for the return. c) Description of the item(s) being returned.

4.2 Upon receiving your return request, we will assess it in accordance with this Return Policy. If the return is approved, we will provide you with instructions on how to return the item(s). You will be responsible for the shipping costs associated with the return, unless the return is due to a mistake on our part.

4.3 We recommend using a trackable shipping service and retaining proof of shipment, as we cannot be held responsible for lost or damaged returns.

  1. Refunds and Exchanges 5.1 Upon receiving the returned item(s) and verifying their eligibility, we will process the refund or exchange within 14 days. The refund will be issued in the original form of payment used for the purchase.

5.2 In case of an exchange, we will ship the replacement item(s) to you free of charge, subject to availability.

  1. Exceptions and Limitations 6.1 TEARS Online Pet Shop reserves the right to refuse a return or charge a restocking fee if: a) The returned item(s) do not meet the eligibility criteria outlined in this policy. b) The return request is made after the specified timeframe. c) The item(s) have been used, damaged, or are not in their original packaging.
  2. South African Consumer Protection Act 7.1 This Return Policy is in compliance with the South African Consumer Protection Act (Act 68 of 2008) and does not affect your statutory rights.
  3. Contact Information If you have any questions or concerns regarding this Return Policy, please contact us via email:

Please note that this Return Policy may be subject to change without prior notice. It is your responsibility to review the policy periodically to stay informed about any updates.

Thank you for choosing TEARS Online Pet Shop. We appreciate your business and value your satisfaction.